Job Description
Join Horizon Hospitality Group in Barcelona's vibrant heart as we redefine luxury hospitality! We're seeking a passionate Guest Experience Manager to craft unforgettable moments for our international clientele. Lead our award-winning team in delivering personalized service that turns visitors into lifelong advocates. If you thrive in dynamic environments where every smile matters, this is your stage.
Responsibilities
- Lead and mentor front desk team to exceed guest satisfaction metrics
- Design and implement personalized guest experiences (concierge services, local tours, cultural immersion)
- Resolve complex guest inquiries with empathy and urgency
- Collaborate with F&B and operations teams for seamless service delivery
- Analyze feedback data to drive service innovation
- Train staff in multilingual communication and cultural sensitivity
- Oversee VIP arrivals and special event coordination
- Monitor online reviews and reputation management
Qualifications
- 5+ years in luxury hospitality with 2+ years in leadership roles
- Fluency in English, Spanish, and one additional language
- Certified in Hotel Management or related field
- Proven expertise in PMS systems (Opera, Fidelio)
- Exceptional problem-solving and conflict resolution skills
- Deep knowledge of Barcelona's tourism ecosystem
- Data-driven approach to service optimization
- Ability to work flexible schedules including weekends/holidays